This position is located at the Charlie Norwood VA Medical Center in Augusta, GA and serves as an Information Receptionist and is assigned to the Deputy Medical Center Director under the technical direction of the Veterans Experience Office; serves as an Ambassador for the Charlie Norwood VA Medical Center in Augusta, GA with primary duties and responsibilities as Patient Navigator and facility Front-Line Representative.

Duties

Duties include but are not limited to the following: Identify and Solve problems and offer assistance to Veterans, patients, families and visitors to address customer complaints or connect with appropriate individuals to resolve concerns. Provide general telephone and visitor referral services within both divisions and community outpatient clinics. Assist Veterans, patients, families, and visitors with navigating the divisions and provide a positive first impression of CNVAMC. Communicate effectively both orally and in writing with people from various backgrounds and varying levels of understanding. Exhibit exceptional customer service by showing understanding, friendliness, courtesy and tact. Greet Veterans, patients, families and visitors with respect and dignity, distributes incoming calls promptly Use technical knowledge of computer programs, kiosks, wheelchair management/transport and daily work requirements to make decisions Operate computers, facsimile, scanner and photocopy machines to make copies or produce copies of various documents Ensure facility wheelchairs are clean/ servicable and available for Veteran and visitor use. Work Schedule: Monday thru Friday, 8:00 am - 4:30 pm Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD16414A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/15/2024. You may qualify based on your experience and/or education as described below: General Experience: Do you possess at least one year of general experience that equipped you with the knowledge, skills and abilities required to successfully perform the duties of this position. Examples of general experience include skillful in customer service application. Adept collaborator with Veterans, visitors, and staff. Knowledge in organizational units, functions, and key personnel within clinic. Ability to stand, walk and push wheelchairs. Masterful with screening requests according to priority, referring inquiries to appropriate sources. Research and resolve issues and concerns. Computer proficiency. Knowledge of HIPPA policies and regulations possess working experience in customer service and problem solving. Must have one year of Specialized experience equivalent to at least the next lower grade GS-3 in the normal line of progression for the occupation in the organization. Qualifying general experience is documented experience progressively of basic or commonly used rules, procedures, or operations that typically requires some previous training or experience and indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. At least 6 months of general experience or 1 year above high School. Examples of General Experience: Progressively responsible clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the Information Receptionist or equivalent combinations of educations and experience are qualifying for all grade levels and positions for which both educations and experience are acceptable. You will be rated on the following Competencies for this position: Analysis and Problem SolvingCustomer ServiceTechnology Application Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Work is performed throughout the Medical Center and includes extensive walking, standing, bending, carrying of light items such as papers, books, etc., pushing visitors in wheelchairs. No special physical demands are required to perform the work. Work is performed in adequate, lighted and climate controlled areas and may also require assistance to visitors located outdoors for short periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Charlie Norwood VA Medical Center One Freedom Way Augusta, GA 30901 US
• Name: Marques Entzminger
• Email: [email protected]